(Customer #1 has come in to exchange her vehicle, as the original car had a mechanical problem. Although she is visibly frustrated, she has remained polite during the entire exchange.)

Customer #1: “If I seem b****y at all to you, I apologize. I am just so annoyed at this car!”

Me: “If there is anybody that should be apologizing, it should be us. We should have checked the car better.”

Customer #1: “Well, you are doing a wonderful job, and I just have to remind myself not to get mad at you. It is not your fault, and you are the one helping me. The last thing I want is to get upset at you in particular!”

Me: “Ma’am, even with how frustrated you are feeling, you are still one of the politest customers we have had all day.”

(As we are finishing the exchange, Customer #2 comes in being helped by my co-worker.)

Customer #2: “This is bulls***! Last time I was here, my insurance paid for a much nicer car than what you’re giving me! Why are you lying to me?”

Coworker: “Sir, I assure you, this is the car that your insurance company will cover.”